Tier 3 Support Engineer
Location: US, CA, San Francisco
Department: Operations
Employment type: Full-time
Required experience: Not Applicable
Required education: Unspecified
Industry: Information Technology and Services
Function: Engineering

Company profile:
From the lands of Can Do, Roll Our Sleeves Up and Get It Done, we create and solve things previously unimaginable. We’re revolutionizing the IT industry with a platform that provides unprecedented control over all service layers in an organization. We also transform the way people experience enterprise software — they’ll accomplish more each day and enjoy using our platform as part of their daily lives. This sounds massively ambitious and tough because it is. We’re a small team that doesn’t shy away from hard problems and we need more big thinkers and self-starters like you. If you want to be at the forefront of innovation, join us at Apcera and shine.

Job description:
Apcera is building the modern enterprise IT platform. Driven by policy, the solution delivers revolutionarytechnology along a customer's evolutionary path, unifying IT to go faster, safely. All at enterprise scale.As a Tier 3 Support Engineer, you strive to know the what, how, and why of Continuum so you can ensurean optimal customer experience. You are passionate about proactively and professionally managingtechnical support questions via email, phone, or chat, and triaging issues and feature requests to guideproduct development. You will work directly with customers to answer questions, reproduce their issues,and help drive resolutions that improve the product. You are sharp, curious, inquisitive, and thorough. Youenjoy digging into the product to understand it at a deeper level.The Tier 3 Support Engineer is responsible for providing advanced systems and application support toApcera's customers and partners, while ensuring that all service level agreements and customersatisfaction goals are achieved. Tier 3 Engineers are the most skilled and technically competent membersof our Customer Support team, and as such are the perfect liaison between Apcera's customer base,Engineering, and Marketing departments.

Requirements:
RESPONSIBILITIES:Become an expert in Continuum technologyTroubleshooting base operating system, packaging, configuration, and policy issues with customerinstallations of ContinuumWorking with Engineering to validate features, bug fixes, and patches to on-premise clustersCorrelating information from logging systems, bug databases, and knowledge base articles toproactively inform customers of potential problemsFile enhancement requests and work with product management to translate customer issues toproduct requirementsDESIRED QUALIFICATIONS:5+ years of either Software Development or Linux Systems Administration experienceExcellent written and verbal communication skills with the ability to present complex technicalinformation in a clear and concise manner to executives and non-technical leaders.Technical aptitude to quickly grasp complex technical issues and communicate directly with technicalteams.Bachelor’s Degree or higher in Computer Science, Engineering, a related technical discipline, orcommensurate experienceAbility to handle multiple competing priorities in a fast-paced environment

Benefits:
Competitive salary &amp; equityGreat location in the heart of SOMA SFFlexible vacation policy Free weekly gourmet lunches100% premium-paid medical, dental, vision, and life insurance Workstation setup of your choice Team and family events and excursionsGame room